Worth Knowing for your holiday in Denmark

The following is useful information when you plan and prepare your holiday in a NOVASOL holiday rental

1. Arrival and departure

Your rental agreement will give you information concerning time of arrival and when the house must be vacated on the day of departure. The times of arrival and departure stated on your rental agreement shall be in force at any time. If not stated otherwise, the departure time from the holiday home is always 10 A.M. (10.00). You will receive the key to the holiday home on presentation of the original rental agreement.

Please note that even if you should arrive earlier than stated at the holiday home, the key is handed out to you on the initially stated arrival time.

2. Size and interior of the holiday home

The square meters stated in the holiday home description are the outside measurements of the holiday home. The inside measurements might be up to 15 % smaller. Most holiday homes are individual, privately owned holiday homes. The homes are decorated according to the owner’s taste. Please note that often there is plenty of room in the living room but the bedrooms may be of a smaller size. Even new houses do not always have a closet for each guest. The kitchenware is individual as well but as a minimum, there will be tableware and equipment corresponding to the number of persons allowed in the holiday home. Bed linen, tablecloths, towels, dishcloths, cleaning supplies, paper towel and the like do not belong to the equipment of the holiday home but need to be brought by the guests. You can rent bed linen at the local NOVASOL office. The holiday homes contain duvets and pillows for the number of persons allowed in the holiday homes. If “garden furniture” is stated in the holiday home description, this usually includes one table and four garden chairs. Sun loungers, cushions and sunshades are usually not included as basic inventory in a holiday home. Quality garden furniture is guaranteed in some holiday homes. Please look for the symbol in the holiday home description.

3. Renovation

When a renovation year is stated in the house description, this does not necessarily mean that the whole house has been renovated. The term might mean that single rooms such as the bathroom or kitchen have been renovated.

4. Bedrooms/beds

The rooms in holiday homes are usually small, and the beds measure approx. 70/85 x 180/190 cm. The mattresses are often made from foam rubber. A loft sleeping place is an open loft room with sloping walls and mattresses on the floor. These are not suitable for adults/elderly guests but very popular among older children and young people. A vertical ladder leads up to it. An annex is an addition or a small house, in some houses with no heating. An infant travel bed for children 0-3 can be ordered in advance or feel free to bring it yourself if one is not present in the house (see the holiday home description). Please bring your own bed linen for the infant travel bed. Some houses have very limited closet space and a closet for each person cannot be expected.

5. Bathroom/toilet

The bathrooms in holiday homes are often very small. Showers are often equipped with a hand shower and a floor drain. Hot water supply is usually from a boiler (approx. 30 liters) which is enough for one shower.

Clogged floor drains are often due to nappies, cotton balls, tampons and the like being flushed in the toilet. Please avoid doing this.

6. Houses with swimming pool

If you book the holiday home at least 3 days before arrival, the indoor swimming pool is heated up to approx. 24-25°C. Use of soap, shampoo and the like is not permitted in the swimming pool or whirlpool. Outdoor swimming pools are available from approx. 15 June – 31 August, depending on the weather. Outside of this period, there might not be water in the swimming pool.

Note that the outdoor pools usually do not have a heating element, but are only heated by air temperature.

do not turn off the dehumidifier - this can lead to the air humidity being too high in the pool area

set the floor heating to a constant temperature – avoid regulating

if there are bedrooms that are not in use, keep the doors to these rooms closed and turn the heat down to 5°C.

Whirlpool: If the holiday home has a whirlpool where the water is not to be let out, we fill it up with water before your arrival. If you know before arrival that you do not wish to use the whirlpool, please let the local NOVASOL office know before your arrival and you will save electricity costs.

7. TV, satellite dish and Internet

Holiday homes with TV will often only have access to free channels. Some holiday homes, at the owners own discretion may also have TV with additional subscription channels. Do bear in mind as most homes receive the signal via an aerial, the quality can vary depending on the location. Depending on the area, the quality varies.

If there is a satellite dish in the holiday home, the satellite dish often receives a number of foreign free channels. Please do not make any adjustments yourself. Internet connection/broadband can be e.g. cable, Wimax (wireless technology), Fiber, 3G (wireless mobile broadband), xDSL (e.g. ADSL). The various products have their own advantages and limitations. The home owner puts the internet access at your disposal and NOVASOL cannot be held responsible for lack of speed, breakdown or instability.

Many of our NOVASOL holiday homes offer internet access. Internet is an extra service, that the home owner puts at your disposal and because of the challenges due to insufficient connection in the holiday home areas and varying data volume and speed, NOVASOL can not be held responsible for poor signal, problems with antennas and cables and other force majeure. We would like to inform you that the internet may only be used by tenants of 18 years or older with consideration of applicable laws. NOVASOL is obliged to inform investigating authorities in case of any legal offence. Some holiday homes already have a computer and you may not necessarily be able to bring your own computer and connect this. Do you plan to use the internet connection installed for a specific purpose, i.e. work, watching films or the like please contact NOVASOL before your booking and we will let you know whether your request can be met.

8. The grounds

The holiday home grounds are often nature plots. The square metres stated might not all be usable but may consist of heath, tall grass, wild meadows etc. where nature is left on its own. Please note that the ground belonging to new holiday homes might not have had time for grass, bushes etc. to grow up and the driveway might still need the final gravel.

When it is specified in the catalogue that the house is fenced, it does not mean that the fence can be closed so pets can run freely on the grounds without being on leash.

9. Distances

All distance indications are estimated measures in linear distance from the property to the closest shore/coast (sea, fjord, river or lake) and should only be considered as means of orientation. Not necessarily the nearest beach or swimming facility.

The distance stated for grocery shopping states the distance to the nearest grocery store, mini market or supermarket. Please note that some stores are only open during the peak season and that the distance to the nearest stores might be considerably longer in the middle season and off-season. Novasol cannot be held accountable for stores or restaurants closing down.

10. Deposit

According to the holiday home owner’s wishes, completion of the rental agreement shall in certain cases depend on a payment on account for the consumption costs and in certain cases also a deposit. The consumption costs and the deposit shall be charged on payment of the rent or in cash when the tenant picks up the key. The payment on account of the consumption costs serves to secure the costs for energy consumption, telephone and the like. The deposit serves as security of the holiday home owner’s interests in case of any damage to the rented premises or the lack of or an insufficient final cleaning. If a deposit is charged, the size of the deposit depends on i.e. the size of the holiday home, its amenities and equipment, the duration of the rental period and the purpose for which the holiday home is being rented. If the tenant has entered into an agreement on the rental of additional equipment, e.g. a boat engine, directly with the holiday home owner and beyond the agreement which has been entered into with NOVASOL as the agent, the tenant may be charged an additional deposit.

The size of the payment on account for the consumption costs and the deposit is stated on the rental agreement, in the brochure and/or on the Internet.

Settlement of the payment on account for the consumption costs and the deposit shall occur no later than three weeks after the tenant’s departure from the holiday home. Any damage and lack of a final cleaning plus a management fee will be deducted before repayment of the deposit. If the value of the above set-off exceeds the amount of the deposit or if the consumption costs are higher than the amounts invoiced on account, the tenant will be invoiced the exceeding amount.

In case of a youth group, see the rental conditions section 2(2), or in case of a rental period of the holiday home for more than 14 days or in case the holiday home is being rented for a different purpose than a holiday, NOVASOL, the owner of the holiday home or its representative shall be entitled to charge an increased deposit equaling £ 400 per person for the number of persons that the holiday home may be rented to, and payment may be charged for one or more final cleaning, depending on the duration of the rental period.

11. Variable consumption costs

Please read all meters immediately following your arrival and on your departure. The electricity meter does not show decimals, i.e. the electricity meter shows whole kWh. Any red figures are whole kWh.

If you arrive later than your booked date of arrival or leave early, Novasol’s reading will apply and consumption costs for the whole period will be invoiced. If the house has been booked no later than 3 days before arrival, the house will be preheated to a temperature of approx. 15°C in the period 1 November – 31 March.

In the period 1 November – 31 March, your reading will apply while Novasol’s reading will apply in the period April 1 – October 31. The difference in your and Novasol’s reading will be larger for houses with whirlpools and swimming pools because of a higher energy consumption.

Please note that you will also be charged for water in some of our holiday homes. The tenant shall pay for energy consumption during the whole of tenancy, even if the tenant has not used the holiday home during the whole tenancy.

12. Cleaning

It is an implicitness that the holiday home must be handed over cleaned to the next guest. The holiday home has to be left latest at 10 am on the day of departure. In case the holiday home has not been cleaned properly, the guest will be charged for the extra cleaning afterwards or the amount will be allocated with the paid deposit. In case there will be left more waste than common, NOVASOL has the right to charge the guest for additional trash bags. Please note, that cleansing materials are not part of the standard equipment of the holiday home. In case the final cleaning, bed linen or linen/towels are mandatory and are not included in the rental price, the price for these mandatory costs will be shown in the house information and will be added to the rental price. Final cleaning can be ordered during the booking process of the holiday home or up to 5 days before departure afterwards through consulting the local service office. Even though you have ordered final cleaning or final cleaning is mandatory, you must leave the holiday home tidy, furniture needs to be moved to the original position, the kitchen needs to be cleaned, the washing machine needs to be emptied, the dishes have to be washed and the fridge and cooker need to be cleaned, and all waste has to be removed from the holiday home. The owner of the holiday home or his representative can, in case the tenants are characterized by a youth group, demand the cleaning to be mandatory. In addition, the owner or his representative can demand mandatory cleaning after 14 days in cases where the rental period exceeds 21 days.

13. Pets

Some holiday home owners do not want guests to bring pets into the holiday home. This will be indicated by a symbol in the holiday home description. NOVASOL cannot guarantee that there has never been a pet in the holiday home. We firmly request that you respect this rule. If Novasol should find out that the rule is being broken, the guests will be asked to remove the pet immediately.

Pets are allowed in holiday homes when indicated by a dog symbol. If you wish to bring your pets, please inform us of this when booking the holiday home. Please bring all necessary vaccination documentation (ask your veterinarian).

Please note that you initially only are allowed to bring two pets with you to the holiday home. However, in Southern Europe only one pet is allowed, unless anything else is stated. Should you want to bring additional pets, this can only happen, by us asking the holiday home owner for his/her explicit consent.

Holiday with horse:

NOVASOL takes no responsibility for injuries to the horse during transportation to and from the holiday home or damages to the interior of the house and buildings. We recommend that you take out liability insurance before arrival.

14. Smoke-free holiday homes

Smoking is not permitted in the holiday home unless otherwise specifically stated. This does not however mean that there has never been any smoking in the holiday home.

15. Brochure information

The information for both, the brochure and website replaces all of our prior information and shall serve as the basis for your reservations.

16. Insects/mice/allergies

Please note that there might be other sources to allergies in holiday homes even if pets are not allowed. One example is house mites. In holiday homes located in more rural areas, insects can be found. The same applies to silverfish, ants, wasps, bedbugs, woodlice, and martens. Cobwebs are made in a very short time, even if the house has been thoroughly cleaned. Novasol cannot be held responsible for this. Instances with mice being present cannot be prevented. Please inform the holiday home owner or his or her representative or the local Novasol office in case of large insect incidents in order for us to remedy the problem.

Allergies in general: Novasol takes no responsibility for the tenant’s allergic reactions in any holiday home.

17. Construction Noise / Military Maneuvers

NOVASOL cannot control construction activities in the area. There might be noise from construction activities near the holiday home. Please always bear in mind that modern society must go on, also in holiday areas. Furthermore, you might experience noise from airfields and military fields. In the following areas noise disturbances can occur: The West Coast of Jutland: Rømø, Blåvand, Vejers, Gebiet um Oksbøl, Nymindegab, Tranum, Bjerregård (Hegnet), Rødhus, Blokhus and Løkken. North Zealand: Sjællands Odde, Jægerspris. East Jutland: Halk (eastern part of Haderslev), Hevring (east from Randers). Bornholm Island: Raghammer (East from Boderne and west of Vestre Sømark). In the area of Stampen and Arnager, south of Rønne, an airbase is located.

18. Problems/complaints

If you, contrary to our expectations, discover defects in the holiday home or the inventory on arrival, please inform our local representatives of this within 72 hours after the defect has beendiscovered. This complaint should not be made through email but must always be made by telephone or personal appearance at the local NOVASOL office. Complaints concerning cleaning shall be reported immediately. If your complaint does not lead to a satisfactory solution within a reasonable time-limit, please inform our hotline telephone number +45 97 97 57 57 and we will seek to resolve the situation as soon as possible. A reduction in the rental price can only be claimed if the above instructions were kept and it was not possible to resolve the problem.

If the resolving the issue requires an unreasonably large effort, this may involve offering a replacement house. This decision shall be made at NOVASOL’s discretion.

It is the tenant’s responsibility to get the name of the NOVASOL employee handling his or her case. The tenant shall contribute to the avoidance of worsening any damage, defects or consequential damage and shall also contribute to keeping any financial loss as small as possible for the holiday home owner and for NOVASOL.

In case of a complaint, the tenant shall grant NOVASOL a reasonable time-limit for resolving the issue or for the making good of the damage. Early departure without prior agreement with NOVASOL is atthe tenant’s own expense and risk. The tenant risks that the rental agreement will not be terminated and he or she risks losing the right to compensation as the tenant makes resolving the issue or the making good of the damage or a relocation impossible through his or her departure.

If, in your opinion, a complaint does not lead to a satisfactory solution during your stay, please send NOVASOL a written complaint so that we can attend to the matter. Please send the complaint no later than 14 days after your rental period to NOVASOL AS, Virumgårdsvej 27, DK-2830 Virum, Denmark or send an email to kundeservice@NOVASOL.dk. NOVASOL does not recognize complaints on the grounds that other tenants received a better holiday home than is described in the brochure . Any compensation will only include direct, financial damage. NOVASOL or the holiday home owner cannot be made responsible for indirect, financial damage (consequential damage) or any damage of a non-financial character (non-pecuniary loss).

Tips and Information

Electricity and Water supply

Problems with the electricity and water supply might occur during very hot summers or in periods with little rain. NOVASOL has no influence on these situations. In such cases, please contact the holiday home owner or his or her representative to get help. The water may have a brown color because of the upper layer of earth, however, this is harmless.

Insurance

Always remember to bring your vehicle registration documents for your car and a valid driver’s license. Please bring a copy of the identity document or passport of all incoming clients.

Boat/fishing

In order for you to be able to receive the mandatory fishing license, you have to bring your local fishing license from home. Fishing licenses are mandatory and can be bought at certain NOVASOL offices, the local tourist agency, most post offices, angler stores and online at www.fisketegn.dk

Further information is available at the local tourist agencies. If a boat is put at your disposal at the holiday home, it can be used from May – September, depending on the weather conditions. Please note that the mandatory life jackets are not included in the equipment. The use of the boat is at your own risk.

Central heating

Central heating means that the building has its own heat production such as a boiler with solid fuel such as coal or wood.

Playing equipment

Playing equipment can mean a swing, sandbox, seesaw, slide or a combination of these. Use of these is at your own risk.

Barbecue/Grill

Barbecue/Grills are available in many holiday homes. In some cases, the barbecue/grill can only be used after being cleaned, for example if it has not been used for a long time. This does not exempt you from cleaning the barbecue/grill before your departure.

Sauna

Please do not pour water on the sauna oven as this can lead to serious damage or power outage.

Sun beds

A sun bed is usually placed above one of the regular beds. For persons under the age of 18, we recommend not to use the sun bed.

GPS Coordinates

GPS Coordinates are provided at your own disposal. The GPS coordinates provided in the travel directions may not always lead you to the holiday home and we do not take any responsibility for errors and omissions in the GPS coordinates provided. The coordinates are to the best possible location, which can be the nearest road, intersection or the like. If the key is not handed out directly at the holiday home, the GPS coordinates provided are directed towards the key holder’s address. We therefore kindly ask to check beforehand, whether the provided GPS coordinates match the address of the holiday home.

Specifically for Croatia, Slovenia, Albania, Montenegro:

The GPS coordinates always lead you to the rented holiday home.

Key

In general only one key is handed out regardless of the number of persons the holiday home can accommodate.

Firewood

Firewood is not included in the price but can be bought at nearly all grocery stores and petrol stations. Wood on the property/by the house is the holiday home owner’s personal property and may not be used without prior agreement with the holiday home owner. Due to health reasons, wood collected from the beach or in the forest should not be used.

Water park holiday homes

NOVASOL has no influence on the opening hours and any temporary closing (e.g. renovation) of the water parks and we cannot be held responsible for this.

Foreign currency exchange

Please go to the nearest bank or ATM.

Doctor, dentist, pharmacy etc.

Unfortunately, if you are in need of medical help during your holiday in Denmark, our service offices and our customer service hotline (+45-9797 5757), will always be able to provide addresses and telephone numbers during opening hours. In addition you can download an app for your smartphone with information on urgent help. This app can be found under AkutDanmark in the AppStore or Google Play. The app can be downloaded for a small fee.

NOVASOL has no influence on this app and cannot be held responsible for the app's content or the information provided therein. For contact concerning the app, please write to infonewish@newish.dk

Please note: The information is provided in Danish, English and German.

The Association of Danish Holiday House Letters

NOVASOL is a member of the Association of Danish Holiday House Letters that has established an appeals board handling complaints from tenants who were not able to find a satisfactory solution with their rental agency.